MrPunter Casino - La solicitud de retiro del jugador está retrasada.

I deposited £19 with no bonus. I managed to make it up to £127. Great.

I was able to make a withdrawal request for £127, so thought great.

They then rejected the withdrawal and the £127 went back into my balance.

I now can’t make another withdrawal request as I "haven’t met the wagering requirements". Say what? I haven’t made any new deposit since my original £19

These guys are trying to say the £127 movement of my failed withdrawal attempt (I provided correct withdrawal details by the way) is a new deposit and live chat are saying I need to wager £127 and then I will be able to withdraw just fine. Say what? I told them that’s not how it works, it wasn’t a deposit but a failed withdrawal.

Utter shambles and complete fraud of a company. Read the trustpilot reviews they are doing this to lots of people and stealing their money -

Dear TaxiTime,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with MrPunter Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Has your Know Your Customer (KYC) verification been completed for this casino?
• Have you had any successful withdrawals with this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Thanks for the quick response.

Signed up 23rd Feb 2025. First deposit 23rd Feb 2025. That is the one and only deposit ever made in my account by me for £19.

Zero successful withdrawals made.

No bonuses claimed

Dear TaxiTime,

thank you for your message.

• Have you completed the KYC verification process, please?
• Could you please share your communication with casino (emails, live chat transcripts or screenshots) to my email katarina.d@casino.guru?

Looking forward to your reply.

Katarina

I just asked on live chat and they said I did not have to complete KYC and currently do not have to

I will email the other stuff. I have requested full chat history

Dear TaxiTime,

thank you for your message.

Please confirm whether the communication with the casino has been sent to my email address, katarina.d@casino.guru. I have been unable to locate any emails from you.

Looking forward to your reply,

Katarina

I requested the live chat history on their live chat within minutes of your message requesting it. They said they will send it. Followed up 2 days later and they said they will definitely send it

still waiting for it to arrive

Dear TaxiTime,

have you received the chat history with this casino, please?

Nope they haven’t sent it - 2 requests

Thank you very much, TaxiTime, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello TaxiTime, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MrPunter Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawal is complete and paid out on our side.

Best Regards

MrPunter Team

This is great news! Thank you. :)

Dear TaxiTime, please let us know once you receive the refund, so we can close this complaint as resolved. :)

Dear TaxiTime,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru